The satisfaction of captive service customers

La satisfaction des clients des services captifs

Olivier Furrer
Additional contact information
Olivier Furrer: UNIFR - Université de Fribourg = University of Fribourg

Post-Print from HAL

Abstract: Captivity reduces customers' service quality perception and amplifies their reactions. This study tests the effects of captive customers' negative emotions and price dissatisfaction on their quality perception, dissatisfaction, and word-of-mouth. Results show that captivity arouses customers' negative emotional feelings and price dissatisfaction, which in turn reduce service quality perception and positive word-of-mouth and directly and indirectly exacerbate dissatisfaction.

Keywords: Word-of-Mouth; captivity; marketing; monopoly; service quality; satisfaction; services; Bouche-à-oreille; captivité; monopole; qualité des services (search for similar items in EconPapers)
Date: 2018-10-17
References: Add references at CitEc
Citations:

Published in European Review of Service Economics and Management, 2018, n° 6, pp.51-75. ⟨10.15122/isbn.978-2-406-08633-8.p.0051⟩

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-01925018

DOI: 10.15122/isbn.978-2-406-08633-8.p.0051

Access Statistics for this paper

More papers in Post-Print from HAL
Bibliographic data for series maintained by CCSD ().